Customer Experience Manager

2 weeks ago


Melbourne, Victoria, Australia EML (Employers Mutual Limited) Full time
About EML

EML (Employers Mutual Limited) is a leading workers compensation and personal injury claims management business, dedicated to helping people recover from workplace injuries.

The Role

This is a 12-month fixed-term contract opportunity for an experienced customer experience manager to join our Melbourne CBD office. As a key member of our leadership team, you will be responsible for developing and implementing our client service plan in accordance with WorkSafe Victoria's requirements.

Key Responsibilities:

  • Lead the design and delivery of EML VIC's Client Service Plan
  • Develop and implement effective strategies to support the achievement of key performance indicators
  • Monitor internal service level standards and provide feedback to ensure continuous improvement
  • Facilitate corporate approaches to complaint management and resolution
  • Oversee claims management practices, identifying opportunities for improvement

Requirements:

  • Previous leadership experience managing teams of disputes or customer service officers
  • Experience in coaching, developing, and managing teams to drive outcomes
  • Strong negotiation, mediation, and problem-solving skills
  • Knowledge of external dispute resolution processes, legislations, and codes of practice

What We Offer:

  • A collaborative and innovative team culture
  • Flexibility to work from home once trained
  • Access to discounts at over 350 retailers through our Rewards Hub program
  • Comprehensive learning and development support

Salary: $120,000 - $150,000 per annum



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